Where does my refund go?

Back to the payment method you paid with, for the full amount due — we do not deduct gateway or processing fees from session refunds.

What if my provider doesn’t turn up?

If it was an online session and you joined, we can see that your provider didn’t, and you are refunded in full automatically — no forms, and it never counts against you. Otherwise, use Report an Issue within 7 days of the session and our team will review it.

What if a clinic doesn’t answer my booking request?

If you paid online, the clinic has 12 hours from your request to accept it, or until 2 hours before the session if that is sooner. If it hasn’t accepted by then, the request is cancelled and you are refunded in full automatically. Until the clinic accepts, you can also withdraw the request yourself for a full refund.

Something went wrong during my session. What do I do?

Use Report an Issue — in the Help Center, or from the menu inside the video room. Our team follows up on every report.

Can I dispute a refund decision?

Yes. Use Report an Issue, or email disputes@theratreat.in, within 7 days of the session, with your booking ID. We aim to respond in substance within 15 working days.

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Refund & Cancellation Policy

What happens when you cancel or reschedule, what you get back, and how fast it reaches you.

Last updated 2 October 2026

Cancel early

24-hour full-refund window

Cancel 24 hours or more before → 100% back. Closer to the start → part of it (see the table).

Provider cancels

Automatic full refund

If your therapist or clinic cancels, everything you paid comes back automatically.

Processing time

Started straight away

Refunds start as soon as you confirm; banks usually settle them in 5–7 working days.

Missed sessions

Counted as used

A session you miss without cancelling is not refunded. One your provider misses always is.

Session Cancellation Windows

The same for every session type: video, audio, in-clinic and home visits.

**If you reschedule:** you can reschedule a booking yourself at most twice, and not within 2 hours of its start. A later cancellation refunds no more than you would have got at the time you rescheduled — moving a session further out doesn't reset it to 100%.If your provider doesn't join an online session you joined: we can see it from the session itself, and refund you in full automatically — no forms, and it never counts against you. If neither of you joined, or for in-clinic and home visits, use Report an Issue within 7 days of the session and our team will review it and refund what is due.
When you cancel	Refund	Why
24 hours or more before	100%	The slot is released for someone else
12–24 hours before	50%	Your provider has partly prepared
2–12 hours before	25%	Short notice; the slot is hard to fill
Under 2 hours, or you don’t attend	0%	The session counts as used
Your therapist or clinic cancels	100%	Automatic, at any time

Other Booking Situations

A clinic declines your request, or doesn't answer it in timeIf you had already paid, you are refunded in full automatically. A clinic has 12 hours from your request to accept one you have paid for, or until 2 hours before the session if that is sooner.
You withdraw a request the clinic hasn't acceptedYou are refunded in full, whenever you withdraw it before the session.
Your payment arrives after the slot was releasedAn unpaid booking holds its slot for 30 minutes. If your payment reaches us later and the slot is still free, the booking is confirmed; if it has gone, you are refunded in full automatically.
You chose to pay at the clinicNothing was paid online, so there is nothing to refund online. Cancel in your dashboard as usual; anything you paid at the clinic is settled with the clinic.
A refund fails at the bankWe retry it automatically. If it still doesn't go through, our team takes it up with you directly.

Other Purchases

Plans and subscriptions

Patient plans, therapist and clinic plans

Cancel at any time: the plan stops renewing and runs to the end of the period you have paid for. The current period is not refunded.
Clinics: removing seats takes effect at renewal and is not refunded.
The home-care module for therapists is bought a month at a time, does not renew automatically and is not refundable.

TheraLearn

Courses and webinars

Course purchases are non-refundable once access is granted, except where we agree otherwise.
If you believe a refund is warranted, email support@theratreat.in within 7 days of purchase and we'll review it manually.
If a webinar is cancelled, everyone who paid for a seat is refunded in full.

TheraStore

Devices, worksheets, wellness kits

Return windows range from 48 hours to 7 days depending on the issue.
Unopened / hygienic items must be sealed.
Damaged or defective items are refunded in full.

Full details, including per-issue windows and how to raise a request, are in the TheraStore Return, Replacement & Refund Policy.

How to Cancel and Get a Refund

In your dashboard, open Upcoming, find the session and select Cancel.
Before you confirm, the cancel screen shows the refund you can expect.
When you confirm, the refund starts straight away, to the method you paid with — there is no approval step.
Banks usually settle refunds in 5–7 working days.

Frequently Asked Questions

We update this policy as the product changes; the date at the top shows the latest revision. Operated by TheraTreat Health Private Limited.

Need help? Use Report an Issue in the Help Center or email support@theratreat.in.

If you feel unsafe, or something inappropriate happened in a session, use Report an Issue straight away — it is also in the menu inside the video room. Refund requests are not an emergency channel: if anyone is in danger, contact emergency services now, or see urgent support.